Job Category: Customer Service
Are you fluent in Turkish and passionate about customer service? We are looking for a Customer Service Representative to answer inquiries, handle complaints, and provide information to our customers.
Job Summary
Answer incoming calls from customers for various purposes, answer inquiries and questions, handle complaints, troubleshoot problems, and provide information.
Duties & Responsibilities (What You’ll Do)
- Answer calls and route calls to appropriate resource.
- Handle patient’s inquiries by telephone and convert their inquiries to emails according to standard operating procedures and send to relevant department if no answer after transferring the line twice.
- Research required information using available resources.
- Manage and resolve patient’s complaints and transfer to a qualified person to solve their complaint.
- Provide customers with service information and hospital policy.
- Update the business connect with new numbers of staff and the name of new staff joining the hospital.
- Identify and escalate priority issues.
- Follow up on patient’s calls when necessary.
- Transfer the call internally between healthcare staff; for example (on-call doctor, blood bank, radiology on call, etc.).
- Update self with information circulated in the hospital (memos/circulars) and updates within the call center (External Calls workbook—updates, on-leave, and appointments).
- Take good care of tools entrusted by the administration (e.g., computer, headset); these shall be for official use only and should be used with caution.
- Receive calls from patients and help those with their query regarding Appointments needed.
- Book new appointments as per OPD policy, inform patients of all information they should know before their visit.
- Cancel and reschedule appointments as per patient request.
- Online booking Appointments (Through website).
- If there are no slots available and the patient needs urgently to see a doctor, take the details (Gather all the information of patient, number, caller’s name, patient name, MRN NO#... etc.) and send it by Email to OPD Clinic for arranging appointment as overbooking or walk-in.
- Book appointments for all OPD procedure lists, ER referral (routine Appointment, inpatient appointment list, ER Fracture list).
- Handle patient’s complaints related to appointments and transfer to a qualified person to solve their complaints.
- Respond to patient’s inquiries, requests, and disputes over the phone, route it to the appropriate department or staff.
- Explain the services available.
- Provide patients with service information and hospital policy.
- Manage patient’s complaints calls and communicate to PRO office as per the agreed process.
- Update the HMS system with any changes in clinic timing.
- Perform related work as assigned by the client representative.
Education and Experience
- Bachelor's Degree or equivalent.
- Proficient in relevant computer applications.
- Fluent in Turkish and English Languages.
- Knowledge of customer service principles and practices.
- Knowledge of call center telephony and technology.
- Some experience in a call center or customer service environment.
- Good data entry and typing skills.
- Knowledge of administration and clerical processes.
Location
Onsite
Apply Now
If you are a motivated and customer-focused individual with excellent communication skills, we encourage you to apply.